uControlSection — Service Levels
Section — Service Levels
What this section captures
The Service Levels section defines:
SLA targets — response and resolution times per priority level (often P1 / P2 / P3 / P4).
Service hours — the working windows the targets are measured against (e.g. 24x7, 8x5, 9-to-5 weekdays).
Holiday calendars — the dates that pause the SLA clock.
Why it matters
SLA timers are visible on every ticket, drive the dashboard reds and ambers, and are usually in the contract. Getting them right at the start avoids painful re-negotiation later when the wrong holiday list means a ticket is “late” that shouldn’t be.
How to fill it in
Add an SLA row for each priority level the contract recognises. For each row, set:
Label — what shows in the ticket UI (“P1 — Critical”).
Response time hours — how quickly the technician must acknowledge the ticket. Enter the value in hours, using decimals for sub-hour targets: 15 min =
0.25, 30 min =0.5, 1 hour =1, 1 day =24, 5 days =120.Resolution time hours — how quickly it must be fixed, entered in hours using the same convention.
Service hours — the window the clock runs (e.g. “24x7”, “Mon–Fri 09:00–17:30 UK”).
Holiday list — the calendar to apply (UK Bank Holidays, EMEA Holidays, etc.).
Maintain the Holiday calendars on the same page. Each holiday list is a named set of dates the clock pauses on. Calendar dates display in each viewer’s locale format — English shows “31 Aug 2026”, German shows “31.08.2026” — but the underlying date is the same.
Common patterns
Both time columns below are expressed in hours, matching the Response time hours / Resolution time hours fields (the human-friendly equivalent is shown in brackets).
Label | Response (hours) | Resolution (hours) | Notes |
|---|---|---|---|
P1 Critical | 0.25 (15 min) | 4 (4 h) | Service down, no workaround. Usually 24x7. |
P2 High | 0.5 (30 min) | 8 (8 h) | Major degradation. Working hours typically OK. |
P3 Medium | 2 (2 h) | 24 (1 day) | Single-user issue, workaround exists. |
P4 Low | 24 (1 day) | 120 (5 days) | Cosmetic / scheduled / nice-to-have. |
Approval implications
This section follows the standard four-state approval lifecycle: Draft (editable) → Submitted (locked, awaiting the customer’s Manager) → Manager Approved (locked, awaiting the Partner approver) → Final (fully signed off and locked). A reviewer can reject the section back to Draft, with a reason, at either approval step.
SLAs are usually contractual. Lock Final only after the contract is signed off, and treat any post-Final reject & re-approve as a contract change.